PRODUCT KNOWLEDGE ELEARNING AND CUSTOMER SUPPORT TRAINING TO VERIZON STAFF

FCS Software Solutions delivered an engaging and memorable learning experience to Verizons’ sales and customer support staff that enhances their capabilities and competence to communicate effectively with customers. We offered:

  •     Product showcase
  •     Promotional packages
  •     Product bundles
  •     Sales training courses



Company’s Overview

Verizon is the largest wireless communications service provider company in the U.S. with global and multicultural workforce of over 170,000 employees. The company is dealing in four major business units comprise of wireless services, residential and small business services, enterprise services, and partner programs.

Verizon currently ranked 15th on the Fortune 500 list and had annual revenue of $127.1 billion for the year 2014.







THE CHALLENGE THE SOLUTION
Quick turnaround time Reusable template-based rapid learning development
Customer retention Behavioral trainings to understand consumers’ preferences
Frequent updates in learning content Flexible and scalable rapid eLearning framework
Accuracy check required for extensive facts and figures Dedicate Quality Control team
Training courses for complex topics:
  • Customer retention
  • Closing the sales
  • Customer queries
  • Scenario-based guided approach to enable logical thinking
  • Role-based training modules
Monotonous Content Use of Graphics and animated characters
No separate time for training Small learning nuggets:

  • Easier consumption
  • Better retention
  • Efficient application
Global audience
  • Localization of course content
  • Standardized user interface and assessment procedures



The Benefits

FCS Software Solutions empowered Verizon with a new innovative learning environment which is anytime, anywhere accessible to their sales and customer support staff.

Some of the key benefits from the project were:

  • Significant reduction in time and cost for learning development and delivery
  • Better customer engagement and handling of complex customer queries
  • Short and flexible training modules for easy consumption
  • Synchronization of training courses with new product launches
  • Localized content to serve global audience
  • Standardized procedures for quick learning delivery and evaluation
  • Interactive course content for maximum learners’ participation
  • On-the-job training solutions for quick application
  • Seamless migration of existing learning content to eLearning course


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